Headway Telehealth

Headway Telehealth is our secure, HIPAA-compliant, free video platform for virtual appointments. Clients don't need to log in, download software, or set anything up.

If you're not yet a Headway provider, learn more about Headway Telehealth and how you can see clients remotely, securely, and compliantly.

Before your session

For the best telehealth experience, make sure you have:

• A computer, tablet, or smartphone with the latest version of Chrome, Firefox, Safari, or Edge
• A stable, secure internet connection
• A working webcam and microphone

Testing your setup (providers only)

1. Navigate to Settings and select Telehealth and Offices
2. Allow browser permissions for your camera and microphone when prompted
3. Make sure your device volume is turned up
4. Test with the same device and location you plan to use for your session

Joining a session as a provider

Option 1: Join from your calendar

1. In the provider portal, navigate to your Calendar
2. Click the session you'd like to join
3. 15 minutes before the session's scheduled time, a Join session button will appear
4. Click Join session to launch the telehealth session
5. When you're ready to begin, click Allow to admit your client from the waiting room

As a note, a waiting room is automatically enabled for all Headway Telehealth sessions.

Option 2: Join from your email

1. Check your email for your daily reminder listing all your scheduled sessions
2. Click the link for the session you'd like to join
   • If you haven't logged in within the last 7 days, you'll be prompted to log in to your Headway account

Option 3: Copy the session link

1. From your calendar, click the session
2. In the session details, click Copy Link
3. Open a new browser tab and paste the link

You can also send this link to your client if they can't find theirs.

Joining a session as a client

Option 1: Join from your email

1. Check your email for session reminders
2. Open the most recent reminder (sent 1 hour before your session)
3. Click Join session
4. The telehealth session will open in your browser

Option 2: Join from the Appointments page

1. Log in to your Headway client account
2. Navigate to the Appointments tab
3. Find your upcoming session at the top of the page
4. Click Join session (available 15 minutes before your appointment)

Option 3: Join from the Headway app

You can also join your session from the Headway mobile app.

Camera and microphone controls

• To turn video on or off: Click the camera icon
• To mute or unmute: Click the microphone icon
• To switch your camera or microphone: Click the gear icon and choose a different input

Screen sharing

1. Click the Share screen icon
2. Choose what to share: your entire screen or a specific application or window
3. Click Share
4. When you're done, click Stop Sharing at the bottom of the screen

Background blurring and virtual backgrounds

1. Join your telehealth session
2. Click the three dots in the control panel
3. Select Apply background effects
4. Choose blur, or select a virtual background
5. Click Apply

Tracking session time

The session timer starts automatically once your client joins, so there's nothing to turn on. To view elapsed time:

1. Look for the clock pill in the video window:
   • Desktop: top-left corner of the call window
   • Mobile: bottom-right corner
2. Click the pill to see how long you've been in session (shown as MM:SS, counting up from when your client joined)
3. Click it again to collapse it. You can open and close it at any time.

As a note, only you can see the timer. It clears automatically about an hour after the session's scheduled end time.

In-session troubleshooting

Try these fixes first

1. Refresh the page
   • Click the circular arrow at the top of your browser, or press F5
2. Try private browsing
   • Chrome: Click the three dots in the top-right corner and select New Incognito Window, or press Command+Shift+N (Mac) or Ctrl+Shift+N (Windows)
   • Safari: Click File, then New Private Window
   • Edge: Click the three dots and select New InPrivate Window
3. Try a different browser
   • If Chrome isn't working, try Safari, Firefox, or Edge
4. Completely close your browser
   • Mac: Press Command+Q
   • Windows: Right-click the browser icon in the taskbar and select Close all windows
5. Move closer to your Wi-Fi router
   • The closer you are, the stronger your connection
6. Restart your computer

Camera or microphone access issues

Problem: Your browser shows "Camera/Microphone access denied"

Solutions:

1. Check your browser permissions:
   • Chrome: Click the lock icon in the address bar → Site Settings → allow camera and microphone
   • Firefox: Click the shield icon in the address bar → allow camera and microphone
   • Safari: Preferences → Websites → Camera/Microphone → allow for headway.daily.co
2. Close other applications that might be using your camera
3. Restart your browser, or try a different browser
4. On a mobile device, check your privacy settings to make sure your browser has camera access
5. If none of these work, restart your device

Audio issues

Problem: You can't hear the other participant, or they can't hear you

Solutions:

1. Check whether you're muted (the microphone icon will have a line through it)
2. Make sure the correct microphone and speaker are selected:
   • Click the gear icon → Audio settings → select the right devices
3. Adjust the volume on your device
4. Use headphones to eliminate echo
5. Restart the session
6. If none of these work, restart your device

Video issues

Problem: Video is frozen, pixelated, or not displaying

Solutions:

1. Check your internet connection (you can run a speed test at speedtest.net)
2. Close other applications or browser tabs
3. Turn your video off and on again
4. If you're on Wi-Fi, move closer to your router or switch to a wired connection
5. If none of these work, restart your device

Connection issues

Problem: Your session keeps disconnecting or is unstable

Solutions:

1. Check your internet connection (you can run a speed test at speedtest.net)
2. Close bandwidth-heavy applications, like streaming services or file downloads
3. Connect to a stronger Wi-Fi signal, or use a wired connection
4. If your Wi-Fi is unstable, switch to mobile data
5. If none of these work, restart your device

Device-specific issues

iPhone and iPad

• Safari works best on iOS devices
• Allow camera and microphone access in Settings → Safari → Camera/Microphone
• Make sure iOS is updated to the latest version

Android

• Chrome is recommended on Android devices
• Check app permissions in Settings → Apps → Chrome → Permissions
• Clear your browser cache

Provider telehealth settings

Updating all sessions to Headway Telehealth

1. Navigate to Settings and select Telehealth and Offices
2. Next to Telehealth location options, click Update all telehealth sessions
3. Choose Headway Telehealth and click Save
   • This updates all existing telehealth appointments on your calendar
4. Select Update all telehealth sessions
5. We'll send your clients their new session links, if applicable

Using your own telehealth platform

1. Navigate to Settings and select Locations
2. Select My own telehealth URL
3. Enter your telehealth URL
   • Only use this setting if you use one telehealth link for all your sessions
4. Save your changes

Setting a telehealth default for new clients

1. Navigate to Settings and select Telehealth and Offices
2. Choose your preferred telehealth default for new clients

Sessions booked through your Headway booking link, or by clients who find you on Headway, will automatically use this default.

If you can't access the Headway website

• Use the backup telehealth link sent to your email
• Contact your provider or client by phone or email

General FAQ

Provider FAQ

Client FAQ